Additional Support

If you are struggling to find the money to top up your prepayment meter then additional support is available.

Energy efficiency

You could reduce the cost of energy in your home by follow our Energy Saving Tips.

Being a little more efficient with how you use energy can make a big difference to your bills. From turning off your appliances to taking control of your heating, every little energy-efficient change adds up to a tidy saving.

Add a Secondary Account Holder to your account

This can be a family member or someone else you trust. They would be granted the same level of account access as you. They can receive a copy of your bill, make enquiries about the bill on your behalf and pay it.

Friendly Credit and Emergency Credit

For those occasions when topping up proves difficult, Friendly and Emergency Credit is available. Friendly Credit is available during evenings, weekends and bank holidays. This is from 7.30pm to 12pm, including weekends and bank holidays.

Your prepayment meter will feature an Emergency Credit facility. This will provide you with a certain amount of extra credit once you have exhausted your latest top-up. We recommend that this is only used as a last resort where you are temporarily unable to buy credit.

Payment Plans

Call us to discuss setting up a payment plan. Debt can be overwhelming, so repaying in small instalments may help you get back on track. Your payment plan will include making payments towards your debts alongside your current usage.

Further independent support

Free independent advice is available to help you look after your money and get back on your feet:

  • The British Gas Energy Trust can direct you to your local advice centre, help you understand what government benefits and schemes are available, and in some cases offer grants to help you pay your bills. You do not need to be a customer of British Gas to receive this support.
  • The Money Advice Service is set up by the Government to offer free and impartial money advice.
  • There are also debt charities such as StepChange and National Debtline, each can offer free debt support.